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Question: Service Management: exploring the attainment of customer satisfaction within the service industry.

Mark received 98%
Service Management. SCHOOL OF MANAGEMENT
Degree in Business Management (Human resource management) (Class 2:1 obtained)

Answer: In recent years, service operations managers started paying more attention and are increasingly aware of the need to create more value for customers. The service industry has become popular and customers require more than just a service but a flexible, dependable, quality, speedy and value-for-money service. To achieve these performance objectives and achieve higher profits, service operations managers should aim at achieving high customer satisfaction. They must understand the needs of customers and make adaptation as when necessary. Frow and Payne (2007) state that the aim of understanding customers’ needs, or experience is to enhance good relationships with customers and build their loyalty. The service favourableness results in customer satisfaction. Unfortunately, there are times when customers receive service and quality that falls way below their expectations. It is often diffic...(short extract)

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  • Subject: Business and Management
  • Course: Management
  • Level: Degree
  • Year: 2nd/3rd
  • Mark: 98%
  • Words: 2527
  • Date submitted: December 29, 2017
  • Date written: November, 2016
  • References: Yes
  • Document type: Essay*
  • Essay ID: 8231

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